Account Manager

• Office- first role, in office 4 days a week.
• Serve as primary Account Manager for designated Book Publisher customer accounts
• Supervise and execute monthly processing of digital sales files on behalf of designated clients. Ensure files are processed on a timely basis to meet client monthly closes. Track issues and communicate with client as needed
• Coordinate monthly status calls with client to review status and resolve issues
• Manage and respond to daily customer service tickets created by designated clients
• Identify and analyze files with technical errors preventing successful processing in the RoyaltyShare application. Diagnose issues and create development cases as needed.
• Work with product management on case priorities and due dates
• Provide backup coverage for team when other account manager is unavailable
• Provide regular updates to management on customer satisfaction and issues
• Work closely with the SVP of RoyaltyShare and Account Manager on the overall workflow of the department. Propose and implement improvements to internal processes

• Minimum 3 years experience in Account Management/Customer Service/Technical project management, supporting a complex software application
• Strong analytical skills with a proven ability to review complex data files and identify errors. Experience with data mapping is a plus. Ability to create clear documentation as part of cases submitted to product management. 
• Strong knowledge and experience using Excel
• Experience/proficiency using customer service and product management tools (Zendesk/JIRA) 
• Experience working closely with product management/development teams to resolve customer issues 
• Excellent problem-solving abilities
• Advanced communication skills – both written and verbal
• Passion for working with customers and providing outstanding support and service

What We Give You

• You join an inclusive, collaborative and global community where you have the opportunity to channel your passion every day  
• A modern office environment designed to foster productivity, creativity, and teamwork empowering you to bring your best  
• Opportunities to connect with our valuable resources, such as our Counsel of Equity & Progressive Action (CEPA), a group created by our employees tasked with developing and implementing innovative solutions to advance a globally-shared goal of ensuring fair and inclusive spaces for all
• An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching 
• Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition, and student loans 
• Investment in your professional growth and development enabling you to thrive in our vibrant community.  
• The space to accelerate progress, positively disrupt, and create what happens next  
• Time off for a winter recess 

About The Orchard

The Orchard is a leading full-service music distribution company operating in 48 markets worldwide and servicing top global independent artists and labels. With cutting-edge operations and an unparalleled global team, The Orchard partners with clients to provide full scale solutions across a variety of verticals. Championed by an exceptional community of music lovers and experts, The Orchard empowers creators to grow and evolve in the dynamic, global industry.

The Orchard focuses on providing a comfortable, social, and engaging environment to encourage productivity and creativity.

The Orchard is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law.